Abstract. In every society there is a need for an efficient health care system. This is a case study paper that summarizes process analysis performed at a US provider clinic. This paper provides an analysis of factors (arrival accuracy and no shows) influencing main processes within the clinic. The numerical relations between influencing factors and key processes are exhibited. Moreover, the abilities of a health care provider to deal with variations of arrival time are exhibited. The predicted probabilities for arrival accuracy and no shows are discussed. The paper provides an interesting statistical approach to analyze operations of a health care provider, which can be beneficial for stakeholders of the clinic.

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Abstract. In every society there is a need for an efficient health care system. This paper aims to propose a value definition and a value chain model within the health care. In order to define value patients and experts were surveyed. The proposed definition offers a complex way of looking at the value within the health care sector. The proposal of the value chain model is anticipated with a value stream mapping activities and experts interviews. Proposed model offers consistent way of looking at the value chain from health care provider perspective.